Job Description
Role: D365 Customer Engagement/Escalation Engineer
Work Location: Calgary, Alberta
Duration: Fulltime Opportunity
Client is seeking a D365 Customer Engagement/Escalation Engineer. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Required Qualifications :
· Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
· At least 7 years of Information Technology experience.
Preferred Qualification :
· 3-4 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role
· Customer Engagement experience with Dynamics 365 or a competitive cloud product
· D365CE architecture including deployment processes and telemetry
· SQL development knowledge with deep query and schema knowledge
· Deep D365CE SDK knowledge (writing and troubleshooting)
· Demonstrated Azure stack technology (IaaS, Microservice Apps, SQL Azure)
· Familiarity with development: tools, language, process, methods, troubleshooting
· Memory dump tooling and analysis
· Development/Coding
· Experience with Visual Studio development languages, PowerShell, CLI, git
· Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
· Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.)
· Leadership - handle technically challenging and politically hot customer situations
· Excellent spoken and written English communication skills
· Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
· Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment
· Outstanding partnering capabilities
· Ability to drive product/service improvements in core technical focus area
· Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints
· Passion for technology and customer support
· Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously
Any Graduate